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# Technical Product Support Specialist

- **Company:** Black Box Network Services
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Kernel-Based Virtual Machine
- **Published:** August 28, 2026
- **Apply:** https://www.dice.com/job-detail/8795601d-1ffe-4e1d-9ed1-6d0ab21e819a

## About the Role

* Excellent critical thinking skills with a proven track record in root cause analysis.
 * Exceptional communication skills, both verbal and written, with English being the preferred support language.
 * Ability to prioritize tasks based on urgency and scope.
 * Effective listening skills to understand client requirements.
 * Capability to work effectively across all functional groups, ensuring seamless client experience and timely issue resolution.
 * Strong organizational and time management skills to set priorities and manage multiple tasks efficiently.
 * Service awareness of key products and service offerings.
 * Willingness to train on new products to provide high-level support., * 2+ years of technical support experience in a Product Support Environment, preferably in a product company or managed service provider setting.
 * Product support experience in one or more of the following areas:
 * Copper Cabling
 * Fiber Cabling
 * KVM Switches
 * Video Multimedia
 * Datacom/Networking
 * Cabinet Rack Enclosures
 * Knowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission., * Associate degree / Technical College or equivalent experience.

## Description

* Prioritize, classify, and escalate incidents according to standard operating procedures.
 * Provide first-level support for both external and internal customers, identifying issues that need attention from

Engineering or product teams.

 * Interact with team members, management, internal departments, and business partners to maintain workflows,
 * escalate, and resolve customer service requests.
 * Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
 * Monitor service desk ticket volume and ensure timely closure of all assigned tickets.
 * Achieve performance targets set by leadership for Key Performance Indicators.
 * Work various shifts as needed.
 * Perform additional duties as assigned by management.


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